IT, Director-Availability Command Center

USAA
San Antonio
Workplace: OnsiteFull timeUSD 143,320 - 273,930 annuallyFunction: Executive & General ManagementExperience: 8+ yearsEducation: bachelorsSkills: ["Leadership","Analytical skills","Collaboration","Stakeholder management","Change leadership"]

Lead USAA’s Global IT Availability Operations, running a 24/7/365 command center model and driving end-to-end availability excellence across Major Incident, Problem, Knowledge, and IT Service Management practices. Transform the availability program through standardized processes, updated controls, and continuous improvements that reduce time to detect and restore services. Manage teams, metrics, budgets, vendor oversight, and cross-functional stakeholder relationships while aligning with ITIL and COBIT best practices.

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FursaFursa
USAA
USAA
2 days ago

IT, Director-Availability Command Center

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Last checked: 14 hours agoStatus: Live

Job Summary

Lead USAA’s Global IT Availability Operations, running a 24/7/365 command center model and driving end-to-end availability excellence across Major Incident, Problem, Knowledge, and IT Service Management practices. Transform the availability program through standardized processes, updated controls, and continuous improvements that reduce time to detect and restore services. Manage teams, metrics, budgets, vendor oversight, and cross-functional stakeholder relationships while aligning with ITIL and COBIT best practices.
Location: San Antonio
Workplace: Onsite
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Director level

Key Responsibilities

  • •Lead and oversee global IT availability processes (Major Incident, Problem, Knowledge, and related IT Service Management) within a 24/7/365 support model.
  • •Drive transformation of the availability program, implementing standards, controls, and process improvements aligned to ITSM best practices.
  • •Develop, monitor, and mature operational metrics and an internal control environment including preventative and detective controls.
  • •Plan and lead technology support strategies and multi-year roadmaps with milestones, deliverables, and realization targets.
  • •Manage teams and departmental budgets/forecasts while overseeing vendor strategy and third-party resources as needed.

Pay and Benefits

Salary: USD 143,320 - 273,930 annually
Perks:Health InsuranceDentalVision401kPensionLife InsurancePaid LeaveParental LeaveAdoption Assistance

Key Requirements

  • •Bachelor’s Degree or 4 additional years of experience in lieu of a degree.
  • •8 years of technology-function experience, including 3 years leadership experience in a supervisor or individual contributor role.
  • •5+ years leading Enterprise Global IT Availability Operations using a 24/7/365 model across Major Incident, Problem, Knowledge, and related IT Service Management functions.
  • •Technical knowledge across Infrastructure Services, Data, and/or Application Development domains.
  • •Understanding of relevant industry frameworks such as COBIT, ITIL, and SAFe.
Experience:8+ yearsIT service managementInfrastructureGlobal operations24/7 support
Education:Bachelor's
Skills:LeadershipAnalytical skillsCollaborationStakeholder managementChange leadership
Tech Stack:COBITITILSAFeAPMSNObservabilityMain FrameNetworkDistributedIT Service ManagementMajor IncidentProblemKnowledge

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

USAA
Provides insurance, banking, investment, and financial services to U.S. military members, veterans, and their families. Best known for auto, home, life insurance, and member-focused digital banking products.
Industry: Insurance
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Headquarters: San Antonio, United States
Founded: 1922
WebsiteLinkedIn